Hi, I don't like very much the term "definition". In my opinion, you're improving a service if you're delivering a service with more value to the customer (Value created = utility + warranty). Improve utility -> Performance supported, constraints removed... Improve warranty -> availability enough? S...

Hi,

We deploy everything on test and production environment using the "Release" methods but we track every issue on dev and test environment using a specific tool to have all "problems" solved and controlled when we're going to deploy on production system.

Regards

Hi, One way to minimize the changes is to ask several questions to ours "customers" in a way they begin to think if that change is really necessary. Some examples: - Why change - Describe present state - Describe future state - What will change - What will not change - Risks during change process .....

Hi,

Nothing " is the most important factor". You must focus on:
- Everything is working.
- And is usefull for your business.

Regards

Hi,

In my opinion you can buy a good ITIL foundation book and try to do the Foundation exam. After that you can begin to do the ITIL intermediate modules exams but to rich ITIL Expert ... it's need a lot of experience if you want to be a really "expert".

Regards

I strong agree with Diarmid.

Hi,

I believe that the best way is to participate in real-world ITIL implementations or, if not possible, search for ITIL white papers.

There are some good white papers that explain "real" implementations.

Regards

Hi,

I agreed with John:
"Ask the stakeholders is my next suggestion"

In our case we use Remedy workflow to notify the users when there is incident status changes.

Regards